Conference article

Understanding generalisability from network-conscious service design projects

Tim Overkamp
Department of Computer and Information Science, Linköping University, Sweden

Martina Caic
Department of Computer and Information Science, Linköping University, Sweden

Stefan Holmlid
Department of Marketing & Supply Chain Management, Maastricht University, The Netherlands

Dominik Mahr
Department of Marketing & Supply Chain Management, Maastricht University, The Netherlands / Service Science Factory, Maastricht University, The Netherlands

Gaby Odekerken-Schröder
Department of Marketing & Supply Chain Management, Maastricht University, The Netherlands

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Published in: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Linköping Electronic Conference Proceedings 150:30, s. 368-385

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Published: 2018-07-05

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

The influence of technology on value co-creation practices of service actors has been studied from a service encounter perspective, during or after technology introduction. We contribute to this existing research by introducing a multi-actor perspective to study such changes prior to technology deployment. We provide two illustrative cases that show how this can be done. In addition, we study the generalisability of findings from such research projects, through an exploratory qualitative comparison of the projects. We make a second contribution by providing five contextual aspects for other researchers to use when assessing 1) generalisability of our findings and 2) to what contexts their research results can be transferred. Finally, we make a third contribution by positing that literature on roles and role change supports service researchers and designers to make sense of the ways in which service actors perceive that technology deployment will influence value co-creation in service systems.

Keywords

service visualisations, value co-creation, exploratory qualitative comparison, generalisation from qualitative research, Role Theory

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